OVERALL RESPONSIBILITIES
- The Assistant Front Office Manager supervises the front desk, night audit, bell staff, reservations, rooms control and At Your Service team and will provide leadership and direction for the assigned position to supervise. His leadership role assumes the responsibilities for training, motivating and managing his reporting staff, while keeping guest hospitality as the number one focus.
- The Manager will ensure that each associate has sufficient resources to perform their job well and constantly seek to improve the methods to meet the guest needs. The Assistant Front Office Manager will manage daily operational tasks, in both front office and back office, in an efficient and regular manner and coordinate the shift operations in accordance to the corporate and local SOP’s, emphasizing guest hospitality, and directing associates to work together as a team that presents itself as a professional, proactive, and well-informed guest service staff.
- The Assistant Front Office Manager anticipates guest needs in an efficiently, courteously and professionally way in all Front Office related functions and maintain Marriott's hospitality quality standard under any circumstances.
- The Assistant Front Office Manager reports directly to the Front Office Manager and assume his/her responsibilities during his/her absence.
Technical Expertise- Responsible for the smooth, efficient and professional operation of all front desk, night audit, bell stand, back office operations and other delegated areas.
- Service and quality assurance is based on MVCI Brand Operating Standards and everything in place, conducts at least 2 documented BOS audits per year.
- Hand over any relevant information with the relevant departments or shifts, using the right ways of communication.
- Keep updated all Front Office staff with all current information.
- Develop a thorough knowledge of resort property, resort staff, resort services and the hours of operations.
- Ensure the cleanliness and neatness of the front desk, back office, lobby, and business center and internet station.
- Continually strive for new thoughts and ideas to improve the Front Desk procedures and service.
- Understand the resort fire and safety procedures. Trains and updates the reporting staff accordantly.
- Conducting daily quality checks on all Front Desk related issues and tasks.
- Adhere to all company policies and procedures.
- Have an advanced knowledge of resort rates, vouchers and discounts, as well as knowledge of Marsha reservation system.
- Supervision of the preparation of the arrivals by allocating the apartments following the requests policy of the resort.
- On a daily basis ensure a correct cashier closing, following accounting guidelines and procedures.
- Responsible for providing all cashiers with sufficient cash during the shifts.
- Participate in Manager on Duty shifts.
- Ensures daily shift checklists are completed on a proper way in all Front Office Areas.
- Ensures confidentiality of user log-ons. Ensure that users are logged out when leaving the workstation.
- Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
- The administration of our Business Center is within his/her responsibilities, as well the supervision of keeping the room tide and organized before renting out.
- Supervise the Night Audit work and clears any discrepancies with Accounting the following day.
- Maintains an efficient way of communication with all teams.
- Contingency plan in place to operate the daily business at the front desk without systems.
Human Resources
- Ensures that all procedures and policies are in place and followed.
- Job chats with all reporting staff members, at least 2 documented per year.
- Attend and lead, together with FOM and AFOM to department meetings.
- Motivates reporting associates and provides a working environment in which associates are productive.
- Conduct 15 minute training for reporting staff on a daily basis. Maintain a high standard of personal hygiene and wear of proper uniform for all Front Office staff at all times; immediate follow if required.
- Responsible for on job training of all Front Office associates.
- Adhere to all company policies and procedures.
- Motivates reporting associates and provides a working environment in which associates are productive.
- Communicate all new policies and procedures to all staff members and maintain follow-up.
- Assists as needed in the interviewing and hiring process of associates with appropriate skills.
Guest Satisfaction
- Handle guest welcome in an efficiently and in a professional manner, following the company procedures.
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.
- Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
- Handle guest check in and check out efficiently and in a professional manner, following the MVCI service procedures. Constantly works to improve check in and check out speed.
- Ensures maximum satisfaction of owner apartment allocation, same as keeping in line the with check-in time by 16.00. Every guest arriving after 16.00 needs to be accommodated immediately.
- Maximize our GSS scores at the Front Desk on a daily basis.
- Trains all front office staff members with the needed hospitality skills.
- Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
- Always use the correct telephone etiquette, and ensure FO staff is doing so as well.
- Controls the Front Desk timesheet and post it for all associate within the established timeframe.
- Leads by example. Provides a high quality service and aggressive hospitality towards all customers.
- Ensures that Guest Response procedure is in place and applied by all associates. Guest problem resolution is number one priority within the resort and needs to by accomplish within the first 24 hours after problem has been reported.
- Any Guest correspondence needs to by reply within 72 hours at latest.
Financial Management
- Ensures that no outstanding balances are left after guest check out.
- Controls all PM and PX accounts and is in charge off clearing any outstanding balances.
- Guest compensation must be kept in a reasonable manner and charged to the according department who has caused the problem.
- Recycling of any office and guest supplies whenever possible and adequate.
- Vacation planning and execution of Front Desk staff, with approval by department head.
Physical Job Requirements
- Able to stand up during complete shift (Reception)
- Resort walk around during MOD shifts
- Yearly medical checks
- Good visual observation
- Excellent command of stress in cases of emergency and guest complaints
JOB QUALIFICATIONS- Education: Hotel Management degree
- Job experience: 3 years practical experience in a Manager position within the Front Office Department.
- Languages: Fluent in English. Good command of spoken Spanish and German. Additional languages are a plus.
- Computer knowledge: Windows office, Opera, Marsha
General Job Functions
- Perform other duties as required to meet the needs of the department or as instructed by Management.
- Be punctual and wear the nametag and uniform at all times during working hours.
- Perform all tasks in a timely manner ensuring all deadlines are met.
- Comply with MVCI and Marriott International policies and procedures and update your knowledge of all Marriott product lines.
- Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
- Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
- Work with all MVCI colleagues as a team, support
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
